XM Knowledge Base
Integration
CallMiner
Turn phone conversations into rich CX insights by combining x-data from Qualtrics and CallMiner on a single platform.
Core Experience
Customer Experience
Created By
CallMiner
By CallMiner
CallMiner captures unsolicited feedback from every contact center conversation with insight available within the Qualtrics platform. The Qualtrics Voice iQ dashboard consolidates awareness from every contact center call and your survey responses to more effectively focus on what matters most. The CallMiner CX Solution Pack jumpstarts contact center feedback visibility with CX Quality, Loyalty and Effort metrics from the Voice of your Customer (VoC) and Voice of your Employee (VoE) within Qualtrics dashboard configurable tiles.
Outcomes Delivered
- Capture the “pulse” of CX Quality, Loyalty and Effort with automated scoring for every contact center conversation
- Compare Qualtrics survey responses with actual interaction evidence for unique root cause evidence
- Persistently understand how your agents engage your customers with metrics that include empathy, understandability, ownership and more
Category Tags
What Matters Most from Every Contact Center Call
Use conversational behaviors from your contact center to automatically generate tasks within your Qualtrics platform. Ensure that every dialog between your customers and agents is monitored for the intent, action and sentiment drivers that you immediately need to know about.
Agent Aware CX
An agent dashboard within Qualtrics Voice iQ presents customer experience insight that impacts how customers engage with your agents with CallMiner voice analytics. A ticker presents the most positive customer feedback personalized to each agent’s dashboard. CX metrics within drag and drop tiles create customer experience awareness while encouraging self-improvement.
Solution Details
The CallMiner Speech Analytics solution scales from a minimum of 100 contact center agents to multiple sites with tens of thousands of agents. Audio for speech analytics is captured from existing call recording resources or text-based interactions and can be directly ingested into the platform. CallMiner provides its packaged CX Solution pack for immediate insight from every call. Automated scoring for CX Quality, Loyalty and Effort is provided as a “pulse” of performance. CallMiner integrates with Qualtrics through a bidirectional API yielding actionable insights in each platform.
Additional Resources
Solution Details
Required License: Qualtrics Developer Tool / API license
If you’re an existing Qualtrics customer, contact your Account Executive. If you do not know your Account Executive, please request a demo above.
Languages
English (US, UK, AU, CA, ZA), Spanish (US, MX, AR, CL, CO, GT), French (CA, EU), Portuguese (BR, EU), Catalan, Italian, German, Mandarin
Category Tags
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